JOHN BAPTIST GOMEZ

B-103 Kampung Tungku Apart

Off SS1/5 Kelana Jaya, Malaysia 32400
603-78776958 / 016-350 1993/ 016-280 2913
johngomez1423@aol.co.uk

________________________________________________________________________________________________

PROFILE

● Fully committed to providing the highest possible standards of customer service and support.
● Proven ability to train, supervise, motivate and evaluate customer service representatives.
● People oriented; enjoy working directly with customers and the general public.
● Self-starter; can be depended on to complete a task under minimal supervision.
● Understands and appreciates the importance of a job well done.

AREAS OF EXPERTISE
● Team building & Training
● Customer Service ● Customer Satisfaction
Management Enhancement
● Order Fulfilment
● Complaint Handling & ● Front-End Supervision
Resolution ● Cost-Reduction Strategies
● Sales & Margin Improvement

PROFESSIONAL EXPERIENCE

LIXXUS BROADBAND – 10 Frenchurch,UK,

Customer Relation Manager, 08/09 to 05/10 (5 years 7 Month 3 Days)

● Responsibly executing the task of interacting and coordinating with Service Assurance and Service Delivery
Managers for issues pertaining to broadband.
● Pivotal in initiating, planning, execution, tracking / monitoring, controlling and completing the project as
scheduled and in implementing operational processes for increased efficiency.
● Defining the scope of projects while contributing to the project and the areas of cost efficiency, time
management & manpower planning for the project execution.
● Establishing credibility while coordinating with Broadband Call Centre team (Front & Back End) and Process
Designer team for any enhancement in the current or upcoming processes.
● Coordinating with the team to analyse the problem/issues faced by and to answer the query of the customer.
● Helping the team to resolve the queries & complaints of the customer in the given daily task, reports,
Escalation Report of Clarify & Clarity (front-end & back end tools).
● Dealing with management from Operations, with respect to reports and data that have to match with the given
specifications, adhering to Quality procedure, meeting the specified requirements at all stages in the process.
Customer Relation Assistant Manager, 01/07 to 07/09

● Communicating courteously with customers by telephone, email and face to face.

● Investigating and solving customers problems (these may be more complex or long-standing problems that
have been passed over by customer service assistants)
● Handling customer complaints or any crises, such as security issues or a customer being taken ill.
● Issuing refunds or compensation to customers.
● Keeping accurate records of discussions or correspondence with customers.
● Writing reports analysing the customer service that your organization provides.
● Developing customer service policies and standards for your organization or department.
● Meeting with other managers to discuss possible improvements to customer service provided.
● Being involved in staff recruitment and appraisals.
● Leading or supervising a team of customer service staff.

Team Leader, 10/05 to 01/07

● Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
● Motivate and inspire team members.
● Lead by setting a good example (role model) - behaviour consistent with words.
● Coach and help develop team members; help resolve dysfunctional behaviour.
● Assure that the team members have the necessary education and training to effectively participate on the team.
● Encourage creativity, risk-taking, and constant improvement.
● Recognize and celebrate team and team member accomplishments and exceptional performance.

Customer Service Executive, 10/04 to 09/05

● Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and fax) using the
Best Practice guidelines.
● Work within agreed service levels, Excel to exceed customer expectations wherever possible.
● Ensure all customers queries are investigated and resolved, escalating issues if appropriate, to the Team
Leader.
● Assist Team Leader and management with any special projects assigned and provide backup to team manager
when necessary.
● Mentoring and developing new staff to meet customer service requirements. Demonstrating, budding and
willingness to assist team with day to day operations.
● Maintain professional working relationship with internal and external customers, customer service
management and colleagues.
● Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum
98% accuracy rate.
● Perform quality assurance on work processed and Report workload statistics as required.
● Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge
and skills as appropriate.

PAKSON GRAND SUBANG PERADE- Subang Jaya,PJ

Supervisor, 01/2001 to 01/2002

● Manage and control inventory at the preset safety stock level at all times.
● Supervise storage, retrieval and transfer of stock between warehouse in different locations in M’sia retail
store, in assuring absolute accuracy in both physical inventory and computer system record.
● Supervise & manage effectiveness of daily activities including invoice processing, packing list preparation,
goods picking & packing, dispatch of goods as well as delivery to retail shops.
● Should expect hands-on warehouse "pick & pack" regularly & independently but not just limited to indoor
office work.
● Operate/manage invoicing and inventory system.
● Support the company.
Purchasing Assistant, 06/1999 to 01/2001

● Assist in purchasing activities and operational related matters.

● Monitoring and follow up on the delivery of all orders to ensure timely delivery
● Recording and filing of Purchase Requisition, Purchase Order, quotations and related documents.
● Compliance with ISO requirements and standards.
● Responsible in Department’s administrative works.
● Prepare monthly purchasing report.
● Any other tasks assigned by Immediate Superior from time to time.

GIANT SUPERMARKET -Amcorp Mall, PJ

Retail Assistant, 11/97 to 02/98

● liaising with colleague in all areas and department store.

● meeting set sales targets - this aspect of the work can be demanding, often carried out in a busy and pressured
environment, with sales teams frequently expected to hit their targets.
● assisting with product selection.
● offering advice to customers.
● utilising specialist product knowledge.
● monitoring and updating sales display areas.

EDUCATION

Taylor College, Subang Jaya, PJ

Business Administration, 1998 (Not Complete)

London College of Management Studies, Harrow, UK

Diploma In Business Administration, 2004

London College of Management Studies, Harrow, UK

Degree In Business Administration, 2007

COMPUTER SKILLS
MS Word, Excel and PowerPoint